Policy


SHIPPING & TERMS POLICY

Thank you for shopping with KHILL CUSTOMIZE KOLLECTIONS . Our goal is to ensure that every Queen receives her crown in perfect timing and flawless condition. Please take a moment to review our shipping and processing policy before placing your order.

  • Wigs are pre-order 

    All KHILL Customize wigs are made-to-order based on the details you provide, including head size, style, and customization preferences.

    Because each unit is crafted with care and precision, processing time for units is 4–6days (business days only).
    Processing time does not include shipping time.

    Please allow the full timeframe, especially during peak seasons, promotions, or sales. While we may complete and ship your unit sooner in some cases, the full processing window should always be expected.

    Need your wig by a specific date or for a special occasion?
    Please email us at info.khillcustomizekollections@gmail.com  before placing your order to confirm availability for expedited processing.

    All orders are shipped via UPS, DHL, or FedEx, depending on your location.

    Once shipped, delivery time is typically 1–5 business days, depending on your location and any carrier delays such as weather or holidays.

    Please note: Processing time and shipping time are not the same.
    To estimate your delivery date, please combine both timeframes.

     Signatures are required upon delivery 
  • We do not ship on weekends, it’s possible to receive a tracking number over the weekend but will not be dropped off until the following business day. If your billing and shipping addresses do not match, additional verification may be required to protect against fraud.
    This may include a government-issued photo ID and a photo of the card used for purchase (only the last four digits will need to be visible).
  • KHILL Customize Kollections is NOT responsible for any lost, damaged or stolen goods during mail transit
  • Once you place your order, you are agreeing to all rules of KHILL Customize Kollections.
  • Each customer must fill out a wig authorization form after every purchase! Failure to do so within 24 hours will result in order cancellation and refund.

RETURN/EXCHANGE POLICY

All sales are final KHILL Customize Kollections wigs are custom, made-to-order luxury units. For this reason, strict policies are necessary to protect both our customers and our brand.

we are not responsible for you not ordering the correct head size. If you are unsure about your head measurements, check out our FAQ page and click on "How do I know my head size?". We do not accept any returns or exchanges. Due to processing and shipping, when placing a  pre order, please be advised that all sales are final! We do not give refunds unless it is on our behalf. 

ORDER CANCELLATION POLICY

Orders may only be cancelled within the first 24 hours.

After 24 hours, your wig enters the production queue and cannot be changed, cancelled, or refunded.

DEFECTIVE OR DAMAGED ITEMS

If you believe your wig arrived damaged or defective:

You must contact us within 72 hours of delivery and provide: 

A full unboxing video (starting before the package is opened)

Clear photos showing the issue

Your order number and name

Without a complete unboxing video, we cannot verify the issue and cannot offer assistance.

If a defect is confirmed, we will either:

Repair the wig, or Replace it with the same or similar item

Refunds are not issued, even in confirmed defect cases.

KHILL Customize Kollections  will not be responsible for lost items. Once we deliver items to the carrier ownership transfer from us to the customer. We are not responsible for tracking packages or providing shipping updates. Shipping carrier would need to be contacted.

KHILL Customize Kollections is not responsible for any extra fees the shipping carrier decides to charge (duties for international shipments, and this will need to be paid by customer. If customer refuses the package or package is abandoned they will forfeit their package and refund

KHILL Customize Kollections is not responsible for incorrect addresses on orders. it is customers responsibility to reach out to make changes before shipping. Once item is shipped we cannot make changes. If order is returned to sender we are not obligated to resend items back out. Items will be added back into inventory 

KHILL CUSTOMIZE KOLLECTIONS RESERVES THE RIGHT TO CANCEL AND/OR REFUND.

 

KHILL CUSTOMIZE KOLLECTIONS will not be held responsible for stolen parcels.

CHARGEBACKS & PAYMENT DISPUTES

Submitting a false or unjustified dispute does not speed up processing or shipment.

In the event of a chargeback, KHill Customize Kollections will submit:

Timestamps

Order history

IP address logs

Policy agreement records

Tracking information

All customer communication

Fraudulent disputes will be escalated to Shopify, your bank, and the payment processor.

We encourage all customers to contact us directly with concerns before initiating any dispute.

COLOR, TEXTURE & DENSITY VARIATIONS

Variations in color, tone, curl pattern, or density are normal due to:

Professional lighting

Device brightness or screen settings

Natural hair fiber variations

Coloring and styling differences

These do not qualify as defects and are not eligible for refunds, returns, or disputes.

ALL SALES ARE FINAL

Due to the custom nature of our products:

No refunds

No returns

No exchanges

No cancellations after 24 hours

No order modifications after purchase

This applies to:

Custom/pre-order wigs

Ready-to-ship wigs

Sale items

Promotional orders

Please review all details, including lace type, cap size, length, texture, and color before placing your order.

Please reach out to customer service within 48 business hours of receiving order in mail if there are any issues. CONTACT Info.khillcustomizekollections.@gmail.com

(This is the only Email address we will reach out from. Please be aware of scammers.)